Nest learning thermostat

[Fhinton58]

Up until 2 days ago everything was working properly. However, there seems to be an issue with the motion sensor in the thermostat. The farsight and nearsight features are not working properly. I'm experiencing issues with the back light as well, it stays on very long periods of time, then when it finally turns off, the near sight and far sight features do not turn it back on. I've reset it by pushing and holding it for 10 seconds. This only exacerbated the problem as the back light did not turn off at all after completing the reset. I've found a temporary solution by turning off farsight feature and selecting "wake on press". I do not like this as I've grown used to the farsight feature. Also, this little unit costs too much to just chalk it up because it is operating the heat/ac properly. For all that I would have kept the old honeywell thermostat. Please help. I've had this until only a full month now.

[jenniffert]

Hi @Fhinton58,

Thanks for posting here in the community! I'm sorry to hear that your Farsight feature isn't working as expected when you approach your Nest Learning thermostat. Help's here!

I also appreciate your efforts in trying to resolve this situation. To better assist you, I'd like to ask a few questions:

• What is the average ambient temperature in your house usually set at?
• Where did you install the Nest thermostat?
• Would you mind sharing a photo of the installation with regards to how far away you are from the thermostat when you're trying to see Farsight at a distance?
• Is this a new Nest thermostat? If so, make sure you have removed the sticker that covers the proximity sensor.

In the meantime, I'd suggest the following steps:

• Ensure you have the latest software version for your Nest Learning thermostat.
• Check the sensor by going to Settings > Technical Info > Sensors.
  • Check Long: This value changes between 0 and 1 based on movement. Check if this number changes when passing a hand in front of the sensor.
  • Check the Ambient light sensor and visible light (ALS vis). This should change as you pass a hand closely in front of the display.
  • Check the Ambient infrared sensor (ALS infrared). It's expected behavior for this to report 0.
• Toggle Farsight on and off by going to Settings and then Display. Make sure an option is selected under Use Farsight. Otherwise, Farsight will be off. For your reference, you can check out the following article: What you'll see on a Nest thermostat.

Please keep me updated.

Best regards,

Jenniffer

[Fhinton58]

The long value does not change when I pass my hand across it. It stays at 0. I also can confirm with you that I do have an option selected under farsight. I can also confirm with you that my software is up to date. Can someone please call me, or let me speak with customer service? This is very frustrating for me. Again, I thought I was upgrading to the best model. I am very underwhelmed by its performance. I'll not know when to check back here to see if you've replied. This whole experience is frustrating. Not to mention my yale nest lock always, and I mean always is offline. I put my faith in these products to work, but they consistently fail. It's a very helpless feeling I'm left with.

[Fhinton58]

The Ambient light sensor and visible light sensors values do not change either.When passing a hand in front of it, they both stay at zero. 

[jenniffert]

Hi @Fhinton58,

Thanks for following up! I appreciate the detailed information you provided. I understand how frustrating it is when the Farsight feature isn't working as expected. Let's try to fix this!

To continue assisting you, please fill out this form with all the necessary information. Once you've completed the form, let me know.

Keep me posted.

Best regards,

Jenniffer

[Fhinton58]

I filled it out

[jenniffert]

Hi @Fhinton58,

Thanks for your response. We received your form, but it seems like some information is missing. Would you mind filling out this form again with all the required information so we can continue with the process? Once you've submitted it, please let me know.

Keep me posted.

Best regards,
Jenniffer

[Fhinton58]

I just resubmitted it. The form basically asks me for my name, the issue, and my phone number. I do not see any more starred fields within the form to complete. Please call me if I am missing any other information. I'd really like to get this fixed. Across the last few days now the sensor has been working inconsistency. Sometimes it works, and other times it doesn't. It happens at random. I was beginning to believe is there a scheduled on/off timer controlling it that I'm unfamiliar with.

[jenniffert]

Hi @Fhinton58,

We got your form. Thanks for filling it out again with all the details. Our team will reach out to you via email to further assist you.

Let me know if you have more questions.

Best regards,

Jenniffer